As per JD Power 2016 India Customer Service Index, Honda Cars India and Maruti Suzuki have been ranked highest in satisfaction. The study was based as per responses from 7,843 new vehicle owners who had made purchased during the period May 2014 to August 2015 while the study was fielded from May through August 2016.
Even as Maruti Suzuki and Honda Cars tied in first position with a score of 901 points, Maruti Suzuki commands this position for the 17th consecutive years while this is the first year that Honda Cars India has achieved this ranking.
As per the study conducted, Maruti Suzuki and Honda Cars performed well on all factors while Honda Cars excelled in service initiation and service quality. Hyundai Motors India and Tata Motors tied at 888 points while customers have noted improved after sales service facilities allowing for greater level of satisfaction among buyers.
The study also revealed that customer satisfaction levels and service facilities offered varied across the country. On these two factors, India saw a notable improvement by 15 points, scoring 880 on a 1000 point scale in 2016 as against 866 points in 2015. The western region noted overall satisfaction of 900 while in the North, overall satisfaction stood at 857.
The study went on to reveal that where after sales service experience was concerned, 82% vehicle owners in the western region schedule an appointment for servicing of their vehicles while this percentage goes down to 55% in North India. On an average, owners in North India however, drive their vehicles 11% more than those in other regions across the country indicating that their vehicles should show more ware and tear and hence require more servicing.
Below is the full report.